Manager, Program Management

Serve as the primary operational and strategic liaison among the client, Account Team, and operational units, including Device Care Centers. Lead day-to-day coordination of Device Lifecycle Management operations or other initiatives as assigned, monitor KPIs and SLAs, deliver project management and revenue/growth initiatives, mitigate operational risks, and contribute business intelligence, reporting, and continuous improvement recommendations that support optimal client and business outcomes.

What will be my duties and responsibilities in this job? 

• On-site stakeholder and relationship management: Serve as the day-to-day point of contact for Account Executive stakeholders; support and deliver client-facing business reviews, performance updates, and operational readouts; and maintain strong relationships with DCC operational leadership and cross-functional partners.
• Program and operational execution: Coordinate multiple client initiatives and workstreams, align priorities, translate client needs into operational plans, track goals, timelines, and deliverables, and communicate performance against established objectives and expectations.
• Cross-functional alignment and insights: Resolve operational dependencies and provide business and operational insights and recommendations that improve client outcomes and support profitable growth.
• Continuous improvement: Identify process inefficiencies, influence process re-engineering efforts, streamline workflows, improve operational performance, and contribute to operational best practices.
• Supply chain and financial performance: Monitor operational and financial performance across device lifecycle and reverse logistics programs and partner with account, operations, finance, and supply chain teams to optimize recovery value, profitability, and client outcomes.
• Risk and issue management: Manage program-level escalations, cross-project risks, and issue-resolution pathways; proactively develop mitigation and contingency plans to minimize operational disruption.

 

What are the requirements needed for this position? 

 

• Bachelor’s degree in Business, Operations, Project or Program Management, or a related field, or equivalent experience.
• 5+ years of experience managing multiple, interrelated projects concurrently preferred.
• Demonstrated experience in client relations, account management, program leadership, operations, data analytics, and device lifecycle management.
• Working knowledge of supply chain operations for mobile devices and other electronics, including reverse logistics.
• Working knowledge of client financial arrangements and contract terms, account-level financial performance, billing, and reporting.
• Strong leadership, influencing, stakeholder management, and cross-functional coordination capabilities.
• Excellent written and verbal communication, presentation, executive-level reporting, meeting facilitation, and follow-through.
• Ability to manage complex, multi-workstream programs in a highly matrixed environment.
• Strong analytical, problem-solving, strategic thinking, organizational, and continuous improvement skills.
• Ability to connect operational performance and cost drivers to client financial outcomes.
• Proficiency with data analytics and reporting tools such as Excel, SQL, or Power BI.
• Executive presence and ability to build trust, influence decisions, and communicate effectively in client-facing environments.
• Ability to prioritize and multitask while balancing long-term strategy with practical execution.
• Leads coordinated execution across multiple client initiatives and workstreams, aligns priorities among account leadership, client stakeholders, delivery teams, and DCC operations, monitors timelines and deliverables, resolves dependencies and escalations, and implements risk mitigation and contingency plans.

ENT4851 - Mgr, Program Management

Job Grade

13

Pay Range:

$103,800.00 - $173,300.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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